Handling Customer Complaints
If customers highlight an overpriced, poor, or unreliable service, they are not condemning your organization to redundancy, but offering you a great opportunity to see your organization from another’s point of view.
This feedback can prove to be invaluable and how your organization deals with it is not only vitally important for your organization’s development but also critical in gaining customer respect and loyalty.
But since the nature of complaints is usually negative, most employees tend to avoid complaints, ignore them and sometimes become hostile towards those who complain.
As a result, many organizations miss the opportunities that lie in customer complaints. Even worse, the complaints spiral into disloyalty with its costly implications to the organization. This course is designed to change these.
It will help participants develop positive attitude towards complaints, appreciate how they benefit their organization, and be able to turn potential loss of customers into increased loyalty.
Practical and interactive, this course begins with the fundamentals and goes on to arm the participants with the skills, knowledge, and tools needed to manage and respond to complaints in a professional, assertive and calm manner to minimize conflicts and maximize customer satisfaction.

By the end of this course, the participants will be able to:

-Hold a positive attitude towards complaints and appreciate how they benefit their organization
-Use Active Listening techniques when handling complaints to help establish rapport and leave a positive impression
-Respond to common challenging scenarios and handle complaints in an efficient manner
-Communicate assertively with customers when handling complaints for a win-win outcome
-Increase the effectiveness of their communication with others using body language
-Handle customer complaints effectively and turn complaints into opportunities for increased loyalty
-Establish a good customer feedback system for their organization
Course Outline:

Session 1: Course Overview

-Learning Objectives

-Pre-Course Assessment


Session 2: Nature of Complaints

-Why People Complain

-What Customers Complain About

-Learning from Statistics

-Why Customers Leave

-People's Attitude Towards Customer Complaints

-The Correct Attitude Towards Complaints and Handling Complaints

-Effect of Resolving Complaints

-Making the Complaint Process Easier

-Practice: Past Experiences


Session 3: Listening Skills

-Types of Listening

-Advantages and Disadvantages of Each Listening Type

-Understanding Active Listening

-Applying Active Listening to Handling Complaints

-The Technique


-Practice: Active Listening Case 1

-Practice: Active Listening Case 2

-Listening Skills: Take Away


Session 4: Classification of Complainers

-Types of Complainers

-Best Strategies to Deal with Each Type of Complainer

-What to be Aware of When Dealing with Each Type to Prevent the Encounter from Becoming Unproductive


Session 5: Complaint Handling Scenarios

-Following a Strict Company Policy

-Using the Audience

-Impressing Others

-Dealing With an Angry Customer

-Slow Speaker

-Blaming Others

-Blaming the Customer

-A Summary of Guidelines


Session 6: Assertive Communication

-Understanding Assertiveness

-APA Model

-Assertive, Passive, and Aggressive Behaviour: Understanding the Differences

-How to Be Assertive

-Constructing Effective Assertive Sentences for Handling Complaints

-Practice: Assertive Case

-Tips on Assertiveness


Session 7: Body Language

-Critical Postures and Gestures to Observe When Handling Complaints

-How Not to Appear Defensive and Confrontational

-Ideal Postures for Making Customers Feel Calm and Cared For

-Non-Verbal Assertiveness

-Practice: Non-Verbal Signals

-Case Study


Session 8: A Personal Action Plan

-Starting Point

-Key Things I Learned

-What I Want to Improve on the Job

-How I Will Do It


-Post-Course Assessment